Dispute Resolution Policy
How to raise a problem with a payment, a deliverable, or an account — who answers, how long each step takes, and what happens if the two of us cannot agree.
Effective 2026-08-23 · ADVO
Start here
Email contact@advo.ph with the payment reference or project name, what happened, and what you want done. That address reaches a person, not a queue.
We acknowledge within one (1) business day and give a substantive answer within seven (7) business days. If the answer needs longer, we say so and give a date.
If the first answer does not settle it
Reply and ask for escalation. The engagement lead reviews the file afresh and responds within a further seven (7) business days, in writing, with the reasoning and the evidence relied on.
Good-faith negotiation
If escalation does not settle it, either side may serve a written notice of dispute. Both sides then have fifteen (15) days to negotiate in good faith — by call or in person — before any formal step is taken.
Mediation, then venue
A dispute still unresolved after that period goes to mediation before a mutually agreed mediator in Metro Manila, with the cost split evenly. Only if mediation fails does either side go to court, and the venue is the courts of Metro Manila, Philippines, under Philippine law.
Nothing here removes a consumer’s right to complain to the Department of Trade and Industry, or a data subject’s right to complain to the National Privacy Commission.
Chargebacks
If you do not recognise a charge, or believe it is wrong, please write to us before asking your bank to reverse it. We can usually identify and refund a mistaken or duplicate charge within days, where a chargeback takes weeks and freezes the engagement while it runs.
When a chargeback is filed we respond to the payment provider with the contract, the sign-off record, and the delivery evidence for the amount in question. Refund entitlements are set by the Return and Refund Policy, and this policy does not change them.
While a dispute is open
Work continues on everything not in dispute, and the disputed amount is not treated as overdue — no late-payment penalty accrues on it, and hosting is not suspended over it, until the steps above are exhausted.
Who you are transacting with
- Trading as
- ADVO
- Registered name
- ADVO Web Development Services
- Registration body
- Department of Trade and Industry (DTI)
- Registration number
- 7875506
- BIR registration
- Registered with the Bureau of Internal Revenue (BIR)
- Business address
- Greenhills Heights, 136 Pinaglabanan St., Pedro Cruz, San Juan City 1500, Metro Manila, Philippines
- Support email
- contact@advo.ph
- Support phone
- 09346126872